Refund policy

Refund & Exchange Policy

At AeriSIM, we are committed to providing a reliable and transparent service. Please review the following policy carefully before requesting a refund.

1. Eligible for Refund (Full or Partial) or Replacement

1.1 Service Error Attributable to AeriSIM or Its Providers

If the eSIM cannot be installed, activated, or used due to a technical issue caused by AeriSIM or the associated carrier, you may be eligible for a refund or replacement.

  • Please contact our support team at support@aerisim.com for assistance.

  • We will do our best to help resolve the issue promptly.

  • If the issue cannot be resolved, a full refund, partial refund, or replacement may be offered depending on the situation.

1.2 Intermittent or Disrupted Service

If the eSIM stops working or works inconsistently due to technical issues, we may offer a partial or full refund, or a replacement, at our discretion.

2. Refunds Subject to Processing Fees

2.1 Incompatible Devices or Carrier-Locked Phones

If the eSIM cannot be used due to device incompatibility or a carrier lock, a processing fee of 2 USD or 10% of the order amount (whichever is higher) will be deducted from the refund.

3. Non-Refundable Situations

3.1 Incorrect Purchase or Change of Plans

  • Refunds are not available for incorrect purchases or if the eSIM is no longer needed due to a change in travel plans.

  • Each eSIM can only be installed on a single device and cannot be transferred once activated.

  • No refunds will be issued for installation on an incorrect or unintended device.

3.2 Incorrect Contact Information

eSIM details are sent directly to the email address provided at checkout. AeriSIM is not responsible for errors in contact details. If the eSIM is delivered and used as a result of incorrect information, we cannot offer a refund.

3.3 Third-Party Charges

AeriSIM is not responsible for any fees or issues related to third-party SIM cards, mobile plans, or services outside of our platform. These charges will not be refunded.

3.4 Fraudulent or Abusive Activity

We reserve the right to decline any refund request that involves misuse, fraud, or violation of our Terms of Service.

3.5 Unauthorized or Accidental Purchases

  • If you suspect unauthorized use of your account, please notify us immediately.

  • Once the eSIM has been installed, it is considered used, and a refund will not be issued unless explicitly stated otherwise.

3.6 Expired Activation Period

Each eSIM comes with a designated activation window. If the eSIM is not installed or activated within its validity period, it becomes non-refundable.

3.7 Expired Data Plan

All data plans have a set validity period. Any unused data remaining after the expiration date is non-refundable.

4. How to Request a Refund

To request a refund, follow these steps:

  1. Contact our customer support team via live chat or by emailing support@aerisim.com.

  2. Provide a clear explanation of your issue along with your order number and any relevant screenshots or error logs.

  3. Additional information or diagnostic steps may be required depending on the situation.

Each refund request is evaluated on a case-by-case basis. If approved, the refund will be credited back to your original payment method. The total refund amount will not exceed the original transaction value, and any applicable processing fees will be deducted.